Transactional conversation-based computing system
a computing system and conversation technology, applied in the field of conversation-based computing systems, can solve the problems of awkward arrangement and outdated web-based interfaces, disadvantages of each of these mechanisms, and difficulties for users of smaller devices, such as smartphones and tablets
Active Publication Date: 2022-08-09
SERVICENOW INC
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- Application Information
AI Technical Summary
Benefits of technology
Enables efficient and user-friendly interaction by quickly ascertaining user objectives and resolving issues through tailored conversation flows, reducing the need for complex forms or lengthy calls, thereby improving user experience and operational efficiency.
Problems solved by technology
However, there may be disadvantages to each of these mechanisms.
For example, web-based interfaces may be awkwardly arranged and outdated, and / or may contain large electronic forms requesting user input of irrelevant information.
These forms may present difficulties to users of smaller devices, such as smartphones and tablets.
As another example, a telephone call or instant messaging system may be unproductive and inefficient if representatives are required to be available to assist users at all times, even with simple requests, or if representatives are unavailable for certain days and times.
The exact physical location, connectivity, and configuration of these computing devices may be unknown and / or unimportant to front-end computing devices.
Method used
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Examples
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[0035]Example methods, devices, and systems are described herein. It should be understood that the words “example” and “exemplary” are used herein to mean “serving as an example, instance, or illustration.” Any embodiment or feature described herein as being an “example” or “exemplary” is not necessarily to be construed as preferred or advantageous over other embodiments or features unless stated as such. Thus, other embodiments can be utilized and other changes can be made without departing from the scope of the subject matter presented herein.
[0036]Accordingly, the example embodiments described herein are not meant to be limiting. It will be readily understood that the aspects of the present disclosure, as generally described herein, and illustrated in the figures, can be arranged, substituted, combined, separated, and designed in a wide variety of different configurations. For example, the separation of features into “client” and “server” components may occur in a number of ways....
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A conversation-based computing system may include a back-end computing module, a design module, and an execution module. The design module may be configured to provide a graphical user interface through which different conversation models are defined in metadata. Each model may include a topic containing respective goals, where the goals are associated with respective conversation flows that define respective dialogs that directs conversations toward the associated goals. Each model may also define references to topic-specific content stored in the back-end module. The execution module may be configured to execute a particular model between the system and a front-end computing device and set up integration of a live agent into the model. Execution of the model may involve, in part, carrying out, in an at least partially-automated fashion, the flow for the model according to the dialog, the topic-specific content corresponding to the model, and communicating using a specific communication protocol.
Description
CROSS REFERENCE TO RELATED APPLICATIONS[0001]This application is a continuation of U.S. patent application Ser. No. 16 / 596,349, filed Oct. 8, 2019, which is a continuation of U.S. patent application Ser. No. 15 / 855,197, filed Dec. 27, 2017 (now U.S. Pat. No. 10,466,885), which is a continuation of U.S. patent application Ser. No. 15 / 717,787, filed Sep. 27, 2017 (now U.S. Pat. No. 10,452,251), which claims benefit of priority to U.S. Provisional Application No. 62 / 510,149, filed on May 23, 2017, the contents of each are incorporated herein in their entirety by reference.BACKGROUND[0002]Enterprise software systems may be used to implement operational processes for an enterprise, and may typically take the form of software applications. Such applications may be developed for usage by internal users (e.g., employees of the enterprise), as well as for external users such as customers that engage in transactions with the enterprise. Typically, enterprise systems use a desktop or web-based...
Claims
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IPC IPC(8): G06F3/048G06F3/04847G06F16/25G06Q10/10G06Q30/00G06F40/30G06F16/9032G10L15/06G10L15/22G06F3/0482
CPCG06F3/04847G06F3/0482G06F16/252G06F16/90332G06F40/30G06Q10/10G06Q30/01G10L15/063G10L15/22G06Q30/016G10L2015/0631G06Q10/04
InventorYASEEN, RAHIMZHANG, XIAOMEIRIZVI, HASANFROGNER, SEANCHINNANANCHI, MURUGANANTHAMFORTSON, MICHAEL
OwnerSERVICENOW INC